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NEW QUESTION 14
You have created a wrap-up code called “Information” that agents will assign to the appropriate calls. The next step is to assign the wrap up code to the appropriate people so that they can access the wrap-up code from the CIC Client or interaction/Desktop Connect.
In what container are wrap-up codes assigned?

NEW QUESTION 15
Under what circumstances is it useful to create a Client Button?

NEW QUESTION 16
Your manager is concerned about the security of the IC system. He overheard several agents talking who said that they use their birthdate for their password and they use them over and over again. The company has a published policy for IC passwords explicitly stating this is unacceptable.
How can you ensure that all users are following a company policy for secure IC passwords?

NEW QUESTION 17
When inbound callers select the Accounting workgroup from the automated attendant menu, you want to play an audio file with a list of choices available to them, such as, Request a Callback and Leave a Voicemail.
What queue operation would you use to configure this functionality?

NEW QUESTION 18
You are coaching a new IC System Administrator regarding the IC functions and ways to ensure that the system is performing optimally. The new administrator asks if the system has a way to automatically notify someone if any system metrics dip below a certain threshold, reach a certain threshold, or rise above a certain threshold.
What CIC utility can be configured to send these automatic notifications?

NEW QUESTION 19

There are no other schedules in place. A call comes in to the system at 5:45 PM on Thursday, June 30.
What schedule will be selected to process this call?

NEW QUESTION 20
You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.
What would you do to improve your agents’ efficiency when working with chat messages?

NEW QUESTION 21
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

NEW QUESTION 22
The Sales Manager and Accounts Manager roles must allow all members to dial internationally.
How would you configure the IC system to allow international dialing for users in these two roles?

NEW QUESTION 23
You have a group of remote agents who all require the same set of user permissions within IC.
In the image below, what is the recommended container for configuring user rights for the remote agents.

NEW QUESTION 24
Where must you create new stations for them to be eligible for auto-provisioning?

NEW QUESTION 25
Your company has 12 Support interns starting work next Monday. Their network accounts, and mailboxes have been created and a distribution list called “Support Interns” has been created for this group.
What Interaction Administrator tool allows you to easily import users from a distribution list?

NEW QUESTION 26
Your company has just hired Bruce Scott as a new system administrator. When you created Bruce’s user object, you checked the Master Administrator checkbox.

What rights will Bruce receive as a result?

NEW QUESTION 27
Match the Interaction Attendant call flow type with the correct definition.

NEW QUESTION 28
Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes.
How can you configure CIC to automatically notify the supervisor when this happens?

NEW QUESTION 29
You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.
What two options are available to disposition the request? (Choose two.)

NEW QUESTION 30
When new users are added to your IC system, they receive an initial password of 1234. Since this isn’t their network login, you don’t require that they change their password when they first log in. Recently, a disgruntled former employee, John Doe, was caught making long distance calls through the IC system. You checked to ensure that John’s user account was deleted. Upon further investigation, you find that John accessed the system using a current user’s extension and password that had not been changed from 1234.
What three things can you do to prevent this from happening in the future? (Choose three.)

NEW QUESTION 31
What is a View in Interaction Center Business Manager?

NEW QUESTION 32
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?

NEW QUESTION 33
What queue type requires handler customization to configure and finalize ACD processing?

NEW QUESTION 34
You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.
Select three ways that the intern can access Interaction Administrator help. (Choose three.)

NEW QUESTION 35
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

NEW QUESTION 36
The International Sales manager at your company wants to ensure that each agent gets a chance to be the first in line for a sales call. He wants calls looped through the list of agents logged into the queue, starting with the first agent and “remembering’ the last user who was sent a call. Each new call will go to the agent in the list after the last agent who received a call.
What type of queue is designed to perform in this manner?